ISO 9001:2015 Clause 8.5.3
What is ISO 9001:2015 Clause 8.5.3?
Clause 8.5.3 is about how you handle property belonging to customers or external providers.
Version ISO 9001:2008 8.5.3 discussed only how to handle customer property in your care. ISO 9001:2015 expanded to include how you handle external providers as well.
Companies must have a clear process for protecting property belonging to customers, external providers, third parties, etc.
“The organization shall exercise care with property belonging to customers or external providers while it is under the organization’s control or being used by the organization. The organization shall identify, verify, protect, and safeguard customers’ or external providers’ property provided for use or incorporation into the products and services. When the property of a customer or external provider is lost, damaged, or otherwise found to be unsuitable for use, the organization shall report this to the customer or external provider and retain documented information on what has occurred.”
Note: A customer’s or external provider’s property can include materials, components, tools and equipment, premises, intellectual property, and personal data.
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How do companies comply with clause 8.5.3?
Clause 8.5.3 requires that a company properly care for and protect any customer or external provider’s property while it is under its control.
Because of the potential for loss, damage, theft or deterioration of products companies should implement procedures to identify circumstances of any of these things happening and they should put it in writing documenting what happened.
A company can comply with Clause 8.5.3 of ISO 9001:2015 by following these steps:
Define Who in your Organization is Responsible
Precisely outline the duties of staff members who can access or oversee customer or external provider assets. Allocate ownership and accountability accordingly.
Keep an Inventory
Keep a detailed inventory or documentation of all customer or external provider assets within the organization’s jurisdiction.
Label Assets
Label customer or external provider assets to identify ownership and intended purpose. Verify that all labeling aligns with agreements and requirements.
Store and Secure Properly
Safely store and handle customer or external provider assets to prevent loss, damage, theft, or decay.
Regularly Inspect
Conduct routine inspections of customer or external provider assets to maintain their quality and suitability for the intended use.
Get it in Writing
Secure written consent from the customer or external provider before deviating from the agreed terms for the use or disposal of their property.
Employee Access to Property
Establish measures to deter unauthorized personnel from accessing or utilizing customer or external provider assets. Ensure all employees understand the limitations and regulations governing the property’s usage.
Returning Customer Property
Promptly return customer property in its original condition when it’s no longer required, following the agreed-upon return protocols. Obtain explicit authorization from the customer or external provider before disposing of or altering their property in any way.
Keep Records
Keep comprehensive records of all customer or external provider property, documenting receipt, storage, usage, maintenance, and eventual return or disposal. Ensure these records faithfully reflect the property’s condition and utilization.
Maintain Efficient Communication
Sustain transparent and efficient communication with customers or external providers concerning the handling and status of their property, addressing any concerns or issues promptly.
Establish Protocols
Establish protocols for addressing any deviations from standards concerning customer or external provider property, covering both the reporting and resolution of such matters.
Adhere to Legal and Contractual Obligations
Guarantee that the organization’s procedures concerning customer or external provider property adhere to all legal and contractual obligations, including those about intellectual property rights.
Perform Internal Audits
Perform regular internal audits and verifications to evaluate the efficiency of the organization’s procedures for managing external property.
Utilize Data and Feedback
Utilize data and feedback to fuel ongoing improvement initiatives in property handling processes, elevate customer satisfaction levels, and ensure adherence to compliance standards.
Helpful Resources: ISO Audits – What Registrars Look For Part 1
In this episode of “The Quality Hub: Chatting with ISO Experts,” host Xavier Francis interviews AJ Puylara, National Sales and Marketing Manager at NQA, a global certification body. AJ shares his experience in the ISO industry and discusses the ISO certification process. He highlights the steps involved, including engaging with a third-party ISO consultant or registrar and conducting a gap assessment. Listen Now
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